Impact Of E- Banking Services with Customer Attitude And Satisfaction With Special Reference To Chennai District
European Journal of Molecular & Clinical Medicine,
2020, Volume 7, Issue 10, Pages 2585-2596
AbstractToday’s world is one with increasing online access to services. One part of this which is growing rapidly is online banking. Customer satisfaction is imperative for the incessant survival of any organization around the world. Purpose – This study aims to provide an analysis of the customer attitude and customer satisfaction toward three banking services technologies namely, automated teller machines (ATMs), mobile banking and internet (online) banking. The study started by conducting an correlation and Regression analysis, on the valid responses received from a convenience sample of bank customers. This research work intends to investigate the impact of E-banking variables on Customer Attitude and customer satisfaction in Chennai District. Data has been gathered through questionnaire from 200 E-banking users as respondents, from different region in Chennai district. Results of the study have revealed that there is momentous relationship between service quality dimensions and customer satisfaction in E-banking in Chennai District. Through this study we can conclude that service quality in E-banking leads to satisfied customers needs and wants and thus banks can gain competitive advantage by offering better-quality services to their customers in today’s emulous world. The result implicated that the internet banking service quality dimensions have a significant impact on the customer satisfaction of internet banking customers. Each of the dimension namely efficiency, system availability, fulfillment, privacy, contact, responsiveness and contact individually contribute 70% to the overall customer satisfaction in internet banking. The paper provides empirical evidence to show that the internet banking service quality dimensions area an important factor to satisfy the customers since each of them is positively related to customer satisfaction.
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